Usama Adil

Experience

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  Zong CMPak Ltd

  May 2019 - Feb 2020

  Officer, IT - Business Support Solutions

  Provided 24/7 support on 5 major streams to deliver smooth flow of services to our prestige customers. 1. CRM SYSTEM2. CHANNEL MANAGEMENT SYSTEM3. INTERFACE MODULE4. ACCOUNTS SYSTEM 5. OCS (Online Charging System)6. DWH FILE SOURCINGIn addition to managing and handling Business Support System streams. I had worked efficiently in below mentioned specialized roles in my Department.- POST-PAID BILLING: Responsible for the Billing of the complete postpaid base of the ZONG customers ensuring minimal errors to enhance the revenue and bring automation in the process by using modern solutions.- SYSTEM ANALYST: Working on Customer Complaint Analysis and identification of pain areas, ensuring redundant problems to be mitigated from the system. Further meeting with the vendors and stakeholders to improve reduction of complaints to enhance customer experience.- NEW CRM PROJECT (UAT Administrator):Overlooked the end-to-end testing of several modules in the new CRM in the deployment phase. Ensured the smooth cutover from the old CRM system to the new CRM system. Also ensured all operations with 100 percent system availability. Efficiently handled the post-cutover issues in order to maintain the stability of the new system along with the service to our customers nationwide. Show less

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  S&P Global Market Intelligence

  Feb 2020 - Jan 2021

  Associate, Data Management Solutions Technical Support

  - Awarded with a Global Commercial Excellence Award Q2 2020: Rising Star of the Quarter.- Automated a manual task by using Python scripts to completely remove manual effort from the task and saving around 500 billable hours annually.- Monitored the products under the Enterprise domain to ensure seamless services to the clients worldwide. Responded to client queries on weekends over phone and email queries via Salesforce.- Maintained the client communications for the Ongoing Issues, Scheduled Maintenances, Product Enhancements, etc. via Adobe Marketo.- Monitored file delivery mechanisms over secure FTP to ensure the file availability to the clients with respect to client SLAs. In case of discrepancy, worked with multiple internal team to get the issues resolved as soon as possible. Show less

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  Digital Charging Solutions

  Aug 2021 - Oct 2021

  Information Technology Intern
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  Delivery Hero

  Oct 2021 - now

  - Drove innovation within Product Operations, proactively identifying opportunities for simplicity and scalability.- Specialised in the Delivery Flow domain within our Rider App providing support in operational functions. - Led end-to-end global feature rollouts for the domain alleviating the workload for Product Managers. - Facilitated the onboarding process and offered guidance to new team members. - Investigated and prioritized bug reports, queries, and feature requests, ensuring prompt and effective problem-solving.- Actively collaborated with Engineers and Product Managers, advocating for improvements and addressing high-impact issues in real-time.- Proactively delivered strategies to enhance users' experience, focusing on innovation and directly contributing to increased customer satisfaction.

  • Program Manager

    Mar 2024 - now

  • Specialist, Product Operations

    Aug 2023 - Mar 2024

  • Associate, Product Operations

    Oct 2021 - Aug 2023